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WATER RESOURCES 2017 Business Plan
Tuesday, August 30, 2016
Mission and Vision
To Provide Superior Water Service at an Excellent Value
To be widely recognized as a leader in the water industry
Value of Water
Public Health
Quality of Life
Economic Development
Protect the Environment
Public Health
Moving Toward Sustainability: Water Utility Roadmap
Providing Fundamental
Services
Optimizing Operations
and Services
Transforming Operations and Services for the
Future
Utility of the Future
Continuous improvement through personal commitment, innovation, efficiency, and education
DWR Services
Staff of
550
Serving over
918,132 residents
with a
Agenda
Financials
Core Services and Service Levels
Workforce Development
Financials: Revenues
W&S Revenue $ 328.9 Million
Stormwater Revenue $ 31.67 Million
97%
3%
W&S Service FeesOther
99%
<1%
Stormwater FeesOther
Transfer to R&E
$22.6M
Operations Expense
$8.1M
Debt Service $361K
Transfer toR&E (Capital)OperationsExpenseDebt Service
Financials: Stormwater
Stormwater Budget
Total Stormwater 2017 Budget: $31 Million
Operations Expense $129M
Transfer to R&E
$128M
Debt Service $94M
OperationsExpenseTransfer to R&E(Capital)Debt Service
Water and Sewer Budget
Financials: Water and Sewer
Total Water and Sewer 2017 Budget: $351 Million
Financials: Operations Expenses
$43.3M
$14.4M $21M $15.7M
$9.6M
$24.9M
2017 Water and Sewer Operations Expenses
Personnel ServicesUtilitiesProfessional ServicesRepair and Maint.ChemicalsOther
Financials: Water and Sewer Debt Service
$-
$20
$40
$60
$80
$100
2017
2018
2019
2020
2021
2022
2023
2024
2025
2026
2027
2028
2029
2030
Mill
ions
$16M
$40M
Financials: Water and Sewer Capital Program
$115 $120 $125 $130 $135 $140 $145 $150
2017 2018 2019 2020 2021 2022
Mill
ions
Services: Water Production and Reclamation
Water Production
Produce safe drinking water
At the right pressure and quantity
In 2015, water production plants produced 25 billion gallons of safe drinking water
Water Reclamation
Reclaim wastewater (and other products)
Return high-quality water back to Lake Lanier; Chattahoochee and Yellow Rivers
In 2015 19.6 billion gallons of wastewater was reclaimed
G AL Keep Equipment Operational
Permits require maintained
facilities
Water Production and Reclamation
Prevent Equipment Failure • Number of reported failures per year
Quickly Repair Equipment • Number of backlog work orders
Keep Equipment Operational
Water Production and Reclamation
G AL
Prevent Equipment Failure
• Improved preventive and predictive maintenance programs
• Staff trained on predictive maintenance • Failures reduced by 30% since 2013
Keep Equipment Operational
Water Production and Reclamation
G AL
Water Production and Reclamation
Quickly Repair Equipment • 1,317 backlog work orders identified at
F. Wayne Hill • Backlog due to procurement
difficulties • 60 Annual contracts • Backlog reduced from 1,317 to 115 • Consultant annual cost of $2.58 million
Keep Equipment Operational G AL
New Contract Management Group • 1 Contract Section Manager • 1 Construction Manager II • 2 Contract Inspector Associate II • 1 Warehouse Tech III
Decision Package
Water Production and Reclamation
Services: Water Distribution and Collection
Water Distribution
Deliver safe water to our customers Keep the
water in the 3,770 miles
of pipes
Ensure 43,000 fire hydrants
work
Ensure 255,000 water
meters are accurate
Water Distribution
Keep the water in the 3,770
miles of pipes
Ensure 255,000 water
meters are accurate
Number of Pipe Leaks per
100 miles a year
Number of meters tested or replaced
0
50
100
150
200
250
12:0
0:00
PM
5:00
:00
PM
10:0
0:00
PM
3:00
:00
AM
8:00
:00
AM
1:00
:00
PM
6:00
:00
PM
11:0
0:00
PM
4:00
:00
AM
9:00
:00
AM
2:00
:00
PM
7:00
:00
PM
12:0
0:00
AM
5:00
:00
AM
10:0
0:00
AM
3:00
:00
PM
8:00
:00
PM
1:00
:00
AM
6:00
:00
AM
11:0
0:00
AM
4:00
:00
PM
9:00
:00
PM
2:00
:00
AM
7:00
:00
AM
12:0
0:00
PM
5:00
:00
PM
10:0
0:00
PM
3:00
:00
AM
8:00
:00
AM
1:00
:00
PM
6:00
:00
PM
11:0
0:00
PM
4:00
:00
AM
9:00
:00
AM
2:00
:00
PM
7:00
:00
PM
12:0
0:00
AM
5:00
:00
AM
10:0
0:00
AM
3:00
:00
PM
8:00
:00
PM
1:00
:00
AM
6:00
:00
AM
11:0
0:00
AM
4:00
:00
PM
9:00
:00
PM
2:00
:00
AM
7:00
:00
AM
12:0
0:00
PM
South Pressure Zone Isolation
Previous Pressure Current Pressure with Working PRV's
Before After
Water Distribution
Began a Pressure Management Program in 2012
Keep water in our pipes G AL
Water Distribution
Partnership between Water Production, Water Distribution, and our Technical Support Group
Water pipe leaks have decreased by 44%
• From 11.7/yr to 6.5/yr per 100 miles in 3 years
Keep water in our pipes G AL
Water Distribution
Ensure Accurate Meters
Size % of System Revenue Replaced ¾ Inch 96.7% 63% 15yr or 1M Gallons 3+ Inch 0.3% 22% When they fail 1-2 Inch 3.0% 15% No Program
Meter Distribution and Revenue
G AL
Water Distribution
Additional meter testing and replacement crew • 2 Trades Associate III
Decision Package
For testing and replacement of 1- to 2-inch meters
Wastewater Collection
Deliver wastewater to the treatment facilities
Keep the wastewater in the 3,000 miles of pipe and 220 pump stations
Wastewater Collection
Number of sanitary sewer overflows (SSOs) per 100 miles of pipe
Keep wastewater in our pipes
3000 Miles of Pipe
220 Pump Stations
Decreased from 2008–2014
From 1.4 to 0.87 per 100 miles
G AL
Wastewater Collection
Number of sanitary sewer overflows (SSOs) per 100 miles of pipe
Keep wastewater in our pipes
Increased from 2015 to 2016 due to:
Fats Oils
Grease Flushables
1.30
0.87
G AL
Wastewater Collection
• Educate residents about keeping flushables and FOG out of sewer
Corrective Measure #1
Education
Keep wastewater in our pipes G AL
Wastewater Collection
To Reduce SSOs: Educate residents about keeping flushables and FOG out of the sewer system • 1 Resource and Marketing Specialist
Decision Package
Wastewater Collection
• Flush the sewer lines before they become blocked
Corrective Measure #2
Spill Prevention
Keep wastewater in our pipes G AL
Wastewater Collection
Keep wastewater in our pipes
Now: 4 hydrojet crews flushing 230 miles of sewer yearly • (less than 8% of system, 12.5 years to flush system)
Industry Goal: flush every 5 years • (20% of entire system or 540 miles sewer each year)
Solution: SL-RAT (sewer line rapid assessment technology)
G AL
Wastewater Collection
Keep wastewater in our pipes
Targeting using a SL-RAT for reconnaissance
G AL
Wastewater Collection
To Reduce SSOs through proactive inspections and line flushing
• 4 Trades Associate III • 2 Trades Associate III to add fifth hydrojet crew
to flush lines • 2 Trades Associate III to add a second SL-RAT
crew
Decision Package
Services: Stormwater
Stormwater
Provide adequate drainage Prevent flooding
Improve water quality of streams
and lakes
Stormwater
1,427 miles of stormwater pipe
Feet of Stormwater Pipe Replaced or Lined Per Year
Provide adequate drainage
50% is galvanized corrugated metal pipe with a estimated
life of 25 years
G AL
Services: Stormwater
Improved CIP delivery processes
Improved communications with Land Acquisition Division
Increased funding from other sources
Proactive pipe inspection increases chance to line pipes
Provide adequate drainage
Feet of Stormwater Pipe Replaced or Lined
G AL
Stormwater
53,000 90,673 140,000
143-year replacement rate
Provide adequate drainage
Feet of Stormwater Pipe Replaced or Lined
53-year replacement rate
83-year replacement rate
2010 to 2014 2015 2016 Est.
G AL
Stormwater
Over 8,000 Stormwater Management ponds
50% of maintenance inspections require re-inspection
1.5 staff doing pond inspections (>once every 10 years)
Goal is once every 5 years
Improve water quality of lakes and streams and prevent flooding
Number of Stormwater Ponds Inspected
G AL
Stormwater
Increase the Number of Stormwater Management Ponds Inspected
• 1 Construction Manager II
Decision Package
Distribution, Collection, and Stormwater
2015 – over 1,800 W&S, and stormwater line repairs
515 repairs required landscape work to complete
Currently have one 3-person crew
Combined concrete, asphalt, and sod contracts
Currently at 20 days, goal is to be below 14 days
Time to complete a repair Excellent Customer Service G AL
Reduce the amount of time to complete landscaping • 1 Trades Associate III
Decision Package
Distribution, Collection, and Stormwater
Customer Care
Customer Care
245,600 water meter accounts 165,000 sewer
accounts
50,000 customer contacts monthly
236,000 bills sent out monthly
Customer Care
Increased training and customer skills development • An average of 2,300 calls per year monitored and used
to coach agents Implemented fairer, easier to understand policies
Improved the lock-off process
Option of online one-time payment added
Excellent Customer Service G AL
Customer Care
Call abandonment rate reduced from 18% to 10%
Customer wait time decreased from 5.5 min to 3.5 min
Call quality increased from 73% to 93%
1,000 customers used the one-time-pay the first month
Excellent Customer Service G AL
Field Customer Care
Field staff turn on meters and re-read meters if needed
Meter turn-ons have priority
Half of the needed re-reads are not done (500 a month)
Customer service agents must estimate bills
Customers may have water leak that will continue
Customer Satisfaction G AL
Customer Care
Increase customer satisfaction by improving bill accuracy
• 1 Trades Associate III
Decision Package
Workforce Safety
Need to Expand Safety Program
High-Voltage Electric Shock
Explosive and Toxic
Gases Hazardous
Waste
Corrosive Chemicals
Confined Space
Hazards
High-Speed Rotating
Equipment
Potential Hazards
Workforce Safety
Number of recordable incidents of injury or illness to DWR employees
• Increase safety assessments • Analyses and reporting of findings • Development of annual risk assessment • Safety training and awareness • Emergency response training
Workforce Safety
Goal: Reduce the number of recordable safety incidents • 1 Safety Officer
Decision Package
Decision Package Recap
1 Contract Section Manager 1 Construction Manager II 2 Contract Inspector Associate III 1 Warehouse Technician III 1 Safety Officer 1 Resource and Marketing Specialist
16 Total Positions
Decision Package Recap
1 Trades Associate III – meter re-read position
4 Trades Associate III – sewer inspection and cleaning
1 Trades Associate III – landscape job improvement
1 Construction Manager II – stormwater pond inspection
2 Trades Associate III – meter testing group
16 Total Positions
Decision Package Recap
16 Total Positions
Decision packages funding total: $1.3 Million
0.37% Increase in total budget if all packages are approved
Workforce Development
Workforce Development
A look at our workforce • 550 employees (7.9% vacancy rate)
• Professional, Skilled Trades, Analysts, Administrative
24/7 requirement to meet service level
Continuous improvement through personal commitment, innovation, efficiency, and
education
Need for Large Diversity of Skillsets
62
Field Trade Associates
Customer Service Reps Pump
Station Mechanics
Construction Inspectors
63
Engineers
Admin Assistants
Electricians
Meter Repair Technicians
Need for Large Diversity of Skillsets
64
Maintenance Techs
Leak Detectors
Lab Techs
GIS Techs
Need for Large Diversity of Skillsets
Warehouse Technicians
Operators Trades Technicians
Financial Analysts
Need for Large Diversity of Skillsets
Workforce Challenges
Water Resources
Needs
45% of current workforce can retire in next 5
years
Strong Competition for highly skilled
workers
Technology constantly advancing
Goals for our Workforce
Highly Performing Staff Highly qualified and skilled
Adaptable
Collaborative
Committed
Safety Focused
G AL
Our Workforce
Managers engage with staff more through regular staff meetings and field visits Staff is exposed to best practices and new technology through visits to high-performing utilities and conferences
Hired Training Manager
Hired Safety Manager
Highly Performing Staff G AL
Our Workforce
Improved communication with staff – manager engagement
Increased training hours (22 hours to 40 hours per staff)
Promotions have increased from 37 to 101 (2011 to 2015)
Over 40 DWR subject matter experts identified
Quarterly safety audits of facilities and field crews
Highly Performing Staff G AL
Future Workforce
The Future Of Water Resources Workforce
Where is our Workforce Now?
Utility of the Future
Continuous improvement through personal commitment, innovation, efficiency, and education
Providing Fundamental
Services
Optimizing Operations and
Services
Transforming Operations and Services for the
Future
D W R
Currently here Progressing to be here
Is our Workforce Ready to Advance?
Employee online survey performed this year • 90% employee response rate • 98% are looking to gain more knowledge to increase
skills • 92% know how their job contributes to accomplishing
the mission of DWR • 81% are interested in taking on greater leadership role
and duties
Path to the Future
Hired an expert in the training field • Creating a job specific training program • Creating qualification cards for employees • Partnering with local education institutions • Expanding the co-op and intern program
Paving the way forward
Workforce Development Program
Create career paths for
employees
Advancement tied to established skills and performance
All staff receive job-specific
training
Trades Associate I
Trades Associate II
Trades Associate III
Our Future Workforce
Providing Fundamental
Services
Optimizing Operations and
Services
Transforming Operations and Services for the
Future
Workforce of the Future
This is DWR’s major focus for 2016 and 2017
Questions?
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